OpenText Information Archive - Salesforce CRM Integration and Automation

Common Integration Use Cases Between OpenText Information Archive and Salesforce CRM

1. Archive Closed Salesforce Cases and Opportunities for Long-Term Retention

Data flow: Salesforce CRM ? OpenText Information Archive

When customer cases, opportunities, or related records are closed in Salesforce, the final record set can be automatically archived in OpenText Information Archive for compliant long-term retention. This includes case notes, attachments, approval history, and key transaction details.

• Reduces Salesforce storage growth and licensing pressure
• Preserves historical customer and transaction evidence for audits
• Supports retention policies for regulated industries

2. Provide Archived Customer History Back to Salesforce for Service Teams

Data flow: OpenText Information Archive ? Salesforce CRM

Service agents working in Salesforce can retrieve archived documents and historical records from OpenText directly from the customer or case view. This gives support teams access to legacy correspondence, old contracts, and prior case records without leaving Salesforce.

• Improves first-contact resolution with complete customer context
• Eliminates time spent searching across legacy systems
• Supports faster and more accurate customer service decisions

3. Decommission Legacy Customer Systems While Preserving Access in Salesforce

Data flow: Legacy systems ? OpenText Information Archive ? Salesforce CRM

When older customer service, billing, or sales systems are retired, their historical data can be migrated into OpenText Information Archive and surfaced in Salesforce for ongoing reference. This allows organizations to shut down costly legacy platforms while keeping historical customer information available to sales and service users.

• Reduces infrastructure and maintenance costs
• Minimizes risk during legacy system retirement
• Maintains business continuity for customer-facing teams

4. Archive Sales Documents and Contracts After Deal Closure

Data flow: Salesforce CRM ? OpenText Information Archive

Executed contracts, quotes, order confirmations, and approval documents generated during the sales cycle can be archived automatically once an opportunity is won or lost. The archived package can include metadata such as account, opportunity, product, region, and retention category.

• Creates a defensible record of the sales process
• Supports legal, finance, and compliance review requirements
• Keeps Salesforce focused on active pipeline activity

5. Link Archived Compliance Records to Salesforce Accounts and Contacts

Data flow: OpenText Information Archive ? Salesforce CRM

Compliance-related records such as consent forms, signed agreements, service communications, and policy acknowledgements can be stored in OpenText and linked to the relevant Salesforce account or contact. Users can view the archive reference from the CRM record without duplicating the content in Salesforce.

• Improves governance over sensitive customer records
• Ensures retention and disposition rules are centrally enforced
• Provides a single customer view with controlled access to archived content

6. Retain and Dispose of Salesforce Data Based on Corporate Policy

Data flow: Salesforce CRM ? OpenText Information Archive

Salesforce records can be moved into OpenText according to retention schedules based on record type, business unit, or legal jurisdiction. After the retention period expires, OpenText can apply disposition rules to delete or purge records in a controlled and auditable way.

• Helps meet regulatory retention obligations
• Reduces legal exposure from over-retained data
• Automates lifecycle management across customer records

7. Preserve Audit Trails for Sales and Service Activities

Data flow: Salesforce CRM ? OpenText Information Archive

Activity history, approval logs, email correspondence, and case updates from Salesforce can be archived to create a permanent audit trail. This is especially useful for organizations that must demonstrate who changed what, when, and why across customer-facing processes.

• Supports internal audit and external regulatory reviews
• Improves traceability for disputes and investigations
• Protects critical operational history from accidental deletion

8. Enable Cross-Team Access to Historical Customer Information

Data flow: Bi-directional reference and access

Sales, service, legal, and compliance teams can use Salesforce as the operational front end while OpenText serves as the system of record for archived content. This integration allows teams to collaborate around the same customer account using current CRM data and historical archived records together.

• Improves coordination between sales, service, legal, and compliance
• Reduces duplicate data entry and manual document retrieval
• Creates a more complete and reliable customer history